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Accountability Starts at the Top

Accountability Starts at the Top

I have about a 50% hit rate when I write to CEOs about poor service or quality, in terms of their personal response. You can delegate tasks but not accountability. Top people who have “Teflon-like responses” to complaints create cultures that are uncaring and cold.

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Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

Comments: 6

  • Squirrel

    October 30, 2021

    What motivates you to write to the CEOs Alan? I just had terrible service from Harrod’s, who seemed to be bent on making it as hard as possible for me to give them my money. But I wasn’t planning to write to the Prime Minister of Qatar, I was just going to switch back to Fortnum and Mason. Am I missing something?

      • Squirrel

        November 2, 2021

        Certainly no intent to be snide, apologies! I understand clearly why you’d go to the most powerful person on the scene to get a current change made or an immediate problem ameliorated. But in many cases I’m just disappointed with a poor result that can’t really be fixed (Harrod’s can’t give me back the hour I spent re-ordering from their web site – failure work!), and I find it easier to switch to a competitor rather than try to help improve the service for next time via the CEO. Perhaps you are just more hopeful than I am!

          • Squirrel

            November 4, 2021

            Aha, that’s the distinction then. Harrod’s and Fortnum’s are interchangeable (for me), but I have invested in complaints to my GP because I like my doctor. Thanks!

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